Fraud Agent

Job Status: Full Time

Department: Security Operations

FLSA Status: Non-Exempt

Amount of Travel Required: None

Positions Supervised: None

Job Type: Regular

Work Schedule: Monday - Friday 8:00-4:30 (30-minute lunch)

________________________________________

POSITION SUMMARY

Understand and apply Regulation E to assist customers with fraudulent or incorrect transactions on their account. Maintain current knowledge of Bank Secrecy Act, AML regulations, and OFAC compliance as described in the FFIEC Bank Secrecy Act Anti-Money Laundering Examination Manual.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.  

RESPONSIBILITIES

- Complete and file appropriate paperwork required by the bank for debit card disputes, check fraud, and other types of fraud.

- Investigation of fraudulent, illegal, or improper activities against the bank and its’ customers including debit card, check, ach, wire, or any other type of fraud. Maintain current knowledge of Regulation E, ensure compliance when handling consumer claims, and adhere to deadlines set forth by the regulation.

- Discuss actions needed with immediate supervisor and senior management to minimize losses during high volumes of fraud. 

- Review fraud related reports daily. Respond to correspondence received in fraud reports accurately and in a timely manner.

- Assist customers with fraud related questions via telephone, in person, or through the digital banking platform. Assist other bank team members and law enforcement with fraud related inquiries. 

- Calmly and accurately testify in court on fraud related issues when subpoenaed.  

- Complete required bank wide training on topics as assigned. Attend at least one Reg E webinar yearly. Attend at least one BSA related webinar to maintain current knowledge of Bank Secrecy Act, AML regulations, and OFAC compliance as described in the FFIEC Bank Secrecy Act Anti-Money Laundering Examination Manual.  

- Back up the Security Operations Department, as needed

- Any and all other duties assigned by supervisor.

POSITION QUALIFICATIONS

Competency Statement(s)

• Adaptability - Ability to adapt to change in the workplace.  
• Communication, Oral - Ability to communicate effectively with others using the spoken word.  
• Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.  
• Safety Awareness - Ability to identify and correct conditions that affect employee safety.  
• Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.  
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.  
• Responsible - Ability to be held accountable or answerable for one’s conduct.  
• Loyal - The trait of feeling a duty to the employer.  
• Accuracy - Ability to perform work accurately and thoroughly.  
• Reliability - The trait of being dependable and trustworthy.  
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.  
• Detail Oriented - Ability to pay attention to the minute details of a project or task.  
• Accountability - Ability to accept responsibility and account for his/her actions.  
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.  
• Interpersonal skills for maintaining a professional working environment with team members.  

SKILLS & ABILITIES

Education: High School Graduate or General Education Degree (GED) 

Experience: Six Months to one year in customer service.

Computer Skills: Basic computer skills and other standard office equipment.  

PHYSICAL DEMANDS

N (Not Applicable) Activity is not applicable to this position. 

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day) 

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) 

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day) 

Physical Demands

Lift/Carry

Stand 

O 

Walk 

O 

Sit 

F 

Manually Manipulate 

F 

Grasp 

F 

Reach Outward 

F 

Reach Above Shoulder 

N 

Speak 

C 

Climb 

N 

Crawl 

N 

Squat or Kneel 

O 

10 lbs or less 

O 

11-20 lbs 

N 

21-50 lbs 

N 

51-100 lbs 

N 

Over 100 lbs 

N 

Push/Pull

12 lbs or less 

O 

13-25 lbs 

N 

26-40 lbs 

N 

41-100 lbs 

N 

WORK ENVIRONMENT: Office environment

SKILLS & ABILITIES

Education: High School Graduate or General Education Degree (GED) 

Experience: Six Months to one year in customer service.

Computer Skills: Basic computer skills and other standard office equipment.